Need help with a missing, late, incorrect, or other payment issue?

The Oregon Home Care Commission (OHCC) maintains the official Payment Issues process and updates it whenever changes are needed. To help ensure you're always using the current process, My Homecare Companion will direct you to the official OHCC Homecare Workforce page. 

🟣 Once you're on the OHCC Homecare Workforce page: 

Click the 🟣 Purple "Pay Issues" button to access the current Payment Issues process.

Payment and Time-Entry Troubleshooting

The correct next step may depend on your provider type, time-entry system, and the program that authorized your work. Start with the situation that best matches your problem.

I Forgot to Submit My Time

Act as soon as possible. Late time entries may delay your payment.

Homecare Workers (HCWs) and Personal Care Attendants (PCAs)

If you use PTC DCI, review the instructions for entering a missed shift as a historical entry. If you cannot complete the entry or need approval, contact the local office or program responsible for authorizing your work.

Personal Support Workers (PSWs)

Review the missing shift in eXPRS. If a correction or approval is needed, contact the CDDP, Brokerage, CIIS program, personal agent, service coordinator, or other case-management program that authorized the service.

A technical help desk may help with a system problem, but it generally cannot add authorized hours or approve a claim.

PTC DCI Would Not Let Me Clock In or Out

Homecare Workers (HCWs) and Personal Care Attendants (PCAs) use OR PTC DCI to record their time. If you cannot clock in or out during your shift, do not record hours that you did not work and do not enter the time under a different consumer.

As soon as possible:

✓ Write down the actual time you began or ended work
✓ Record the date, consumer and reason the real-time entry could not be completed
✓ Add the missed shift as a historical time entry through the OR PTC DCI Web Portal or the approved landline option
✓ Review the entry carefully before submitting it

The mobile app can operate temporarily without cellular data or Wi-Fi. If the app records the entry while offline, allow it to synchronize when the device reconnects before creating another entry.

If the historical entry cannot be completed or the system shows no available authorization, contact the office or program responsible for the work. The problem may involve an authorization, provider-consumer link, inactive profile or exhausted authorized hours—not merely a technical problem.

Who to Contact

For login problems or basic technical help

Contact the DCI Help Desk for password resets, account unlocking, basic navigation, system errors or technical assistance.

Phone: 855-565-0155
Email: orptcsupport@dcisoftware.com

The DCI Help Desk cannot change your provider profile, authorized hours or time entries.

Homecare Workers (HCWs)

Contact the local ODHS or Area Agency on Aging office responsible for your consumer if the problem involves authorized hours, your provider-consumer connection, service information or approval of an entry.

Personal Care Attendants (PCAs)

Contact the PCA Program for time-entry corrections, payment problems or assistance with your account.

Phone: 503-945-9708
Email: pc.20@odhs.oregon.gov

For questions about authorized hours, exceptions, service plans or tasks, contact Comagine.

Phone: 888-416-3184
Email: orbhsupport@comagine.org

My PTC DCI Time Entry Is Incorrect

For Homecare Workers (HCWs) and Personal Care Attendants (PCAs)

If an existing PTC DCI entry shows the wrong clock-in time, clock-out time, or number of hours, use the OR PTC DCI Web Portal to review and correct the entry.

If you cannot complete the correction:

• HCWs should contact the local ODHS or Area Agency on Aging office responsible for authorizing their work.

• PCAs should contact the PCA Program for assistance.

The DCI Help Desk can assist with technical problems, such as login or system errors, but it cannot change your authorized hours or approve a time entry.

My eXPRS Claim Was Rejected or Suspended

For Personal Support Workers (PSWs)

Review the reason or message shown with the claim in eXPRS. A rejected or suspended claim may require a correction, additional information, or approval from the program that authorized the service.

Contact your CDDP, Brokerage, CIIS program, personal agent, service coordinator, or other case-management program when the claim requires correction or authorization.

Use the eXPRS Help and Documentation page when the problem is technical. Technical support generally cannot change your authorized hours or approve a claim.

If the claim problem has caused a missing, late, or partial payment, also use the official OHCC Payment Issues process described at the top of this page.

My Recorded or Authorized Hours Are Incorrect

First determine whether the problem is with the time you recorded or the number of hours authorized for the service.

If the recorded time is incorrect, review the entry in PTC DCI or eXPRS and follow the correction process for that system.

If the authorized hours are missing or incorrect, contact the program responsible for authorizing the service:

• HCWs: Contact the local ODHS or Area Agency on Aging office.

• PCAs: Contact the PCA Program.

• PSWs: Contact the CDDP, Brokerage, CIIS program, personal agent, service coordinator, or other case-management program responsible for the service.

Technical help desks can assist with system problems, but they generally cannot add or change authorized hours.

Paystubs, W-2s & Employment Verification

These documents serve different purposes:

• A paystub shows the earnings, hours, deductions and payment information for a specific payment.

• A W-2 reports taxable wages and tax withholding for a calendar year.

• Employment or income verification is used when another organization needs official confirmation of your work or earnings.

Personal Support Workers (PSWs)

PSWs can use the BetterOnline Web Portal to review payment information and view or download paystubs. PPL also provides instructions for accessing W-2 forms.

For formal employment or income verification, use The Work Number and employer code 21517.

Homecare Workers (HCWs) and Personal Care Attendants (PCAs)

For copies of paystubs or W-2 forms, use the General Customer Relations Support option on the official OHCC Homecare Workforce page.

For formal employment or income verification, use the official HCW/PCA verification process linked on MHC and select the green assistance button on the page that opens.

If a document is missing or the information appears incorrect, contact the appropriate payroll or program office. Do not send Social Security numbers, banking information or other sensitive information through ordinary email.

Other Pay & Payroll Guidance 

Need additional assistance?

If you have questions or need additional assistance with your payment issue, contact the SEIU 503 Member Assistance Center. 

Is something on this page outdated or incorrect?

Please let us know here so we can keep My Homecare Companion accurate and up to date for all Oregon providers.